Customer Experience Management (CEM)

Managing customer experiences is an in-depth process that requires effective communication between all parties, constant monitoring and adapting to changes, and quick follow ups to insight. Understanding the steps involved in executing all of this (and more) successfully is what allow businesses to reap the many benefits of CEM.

Customer experience management is the combination of all the processes an organization has in place, across all channels, to monitor and improve customer interactions. While there are many benefits that come from successful CEM, such as improved utilization of VoC metrics, there are also several challenges that all CX professionals should take into consideration.

While no one knows for certain what will change for the customer experience industry in 2019, many have speculations about where the industry is headed. To find a common trend among various opinions, a study of 200 CX experts was conducted to get their take on industry trends and what they think all CX professionals should watch out for throughout the year.

Effective communication with customers is what allows organizations to know how to meet their needs and distinguishes businesses as market leaders. For this reason, CEM best practices focus on the combination of modern communications and sophisticated VoC
programs to give customers the capacity to engage with brands across a wide range of channels.